Technical Service Delivery Manager (Java)

Location: Remote from North Macedonia

Company

hirify.global is an experience innovation and digital transformation company helping leading brands create digital products and customer experiences.

What you will do

• Perform first-gate triage by assessing user expectations, actual outcomes, and business or functional context.
• Coordinate support teams in reproducing incidents, determining scope, and distinguishing defects from configuration, data, or usage issues.
• Oversee application log and source-code analysis, ensuring escalations include clear documentation and root-cause analysis.
• Manage L3 support activities, including configuration updates, data validation, permanent fixes, and regression testing.
• Coordinate ticket triage, prioritization, workload management, and communication between business stakeholders and development teams.
• Monitor service metrics and ensure the support operation meets agreed service levels.

Requirements

• Experience in software development followed by hands-on L3 application support.
• Ability to understand and assess Java-based solutions.
• Strong business and functional mindset with the ability to understand user needs before technical investigation.
• Experience coordinating or mentoring a team, formally or informally.
• Practical experience with ServiceNow and Jira.
• Strong communication skills with technical and non-technical stakeholders.

Nice to have

• Experience in QA automation or QA leadership.
• Familiarity with ITIL practices and service management principles.

Culture & Benefits

• Values-driven, inclusive culture focused on creativity, autonomy, knowledge-sharing, and continuous learning.
• Private health insurance for employees.
• Education, training, and certification programs.
• Wellbeing initiatives, company events, and team activities.
• 24 days of vacation and competitive employment conditions.
• Open feedback culture and challenging digital transformation projects.

Hiring process

• The Talent Acquisition team reviews applications and relevant experience.
• Applications are evaluated based on skills, experience, and potential.
• Reasonable interview accommodations are available on request.